IT Helpdesk Supervisor

ABOUT SANISURE 

SaniSure is a multinational manufacturer of single-use bioprocessing solutions (SUT) used in the production of biological drugs, including monoclonal antibodies, cell therapies, gene therapies, and vaccines. With operations in the U.S. and in Europe, SaniSure operates a leading platform of vertically integrated critical fluid management technologies and integrated solutions. Its single-use products and system solutions are sold to global pharma and biotech companies and are used from R&D through full-scale commercial cGMP manufacturing of among the most innovative large molecule therapeutics and vaccines. This role is expected to be on-site. 

We continue to be on a robust growth trajectory, via both organic and inorganic growth, as the company capitalizes on increasing global demand and continues its transition from a component manufacturer to an integrated systems and solutions provider.

Our primary offering includes high-value assembly solutions and a portfolio of market-leading products, including PharmaTainer bottles and carboys and related assemblies, Mixed4Sure mixing solutions, Flex4Sure bags and bag assemblies, Fill4Sure needles and needle assemblies, fittings, clamps and a wide range of silicone, braided and thermoplastic tubing solutions. The company has a growing portfolio of innovative solutions serving fast-growth applications, such as cell and gene therapies.

SaniSure is a high-growth, nimble and innovative company with a strong customer and market focus. Join us and grow your career at SaniSure!

SUMMARY:

The IT Helpdesk Supervisor is responsible for overseeing the daily operations of the helpdesk team, ensuring that IT support is efficiently provided to users across the organization. This role requires excellent leadership, technical knowledge, and customer service skills to manage IT issues, improve support processes, and maintain high levels of user satisfaction. This role is on-site in Camarillo, CA.

ESSENTIAL FUNCTIONS:

• Train new employees, lead, motivate, and manage the helpdesk team to ensure efficient service delivery.
• Provide development opportunities for team members, helping them to improve their skills and advance their careers.
• Implement best practices to enhance efficiency and service quality to support the organization including the development and implementation of standard operating procedures (SOPs) to streamline troubleshooting, support, and issue resolution processes.
• Schedule and allocate resources effectively to ensure all requests are addressed in a timely manner.
• Oversee the resolution of technical issues for end-users, ensuring issues are prioritized and resolved based on severity.
• Serve as the escalation point for complex or unresolved issues that require expert intervention and assist with daily user requests as needed to support timely responses.
• Manage the tracking and documentation of all support requests using a ticketing system.
• Track team performance through metrics (i.e., response time, resolution time, and customer satisfaction).
• Prepare regular reports for upper management on helpdesk activities, trends, and performance outcomes and identify opportunities for improvement based on performance metrics, user feedback, and recurring technical issues.
• Serve as a liaison between end-users and the IT department, ensuring clear and effective communication regarding IT issues and resolutions.
• Ensure proper follow-up with users after support cases are closed to verify resolution and user satisfaction.
• Ensure that IT support staff stays current with new technologies and systems being used within the organization.
• Continuously assess and improve helpdesk processes to enhance efficiency and service quality.
• Recommend tools, technologies, and strategies to improve the overall support experience.
• Set and track department goals and objectives in alignment with company goals and identify areas for cost reduction and increased efficiency.
• Support team members to achieve their best performance and foster a positive work environment.
• Address employee concerns and resolve conflicts, coordinate with Human Resources as needed.
• Coordinate with other departments to ensure cohesive operations and compliance with company policies and procedures.
• Ensure team members adhere to company policies and procedures including OSHA safety standards, PPE, and ISO regulations.

QUALIFICATIONS:

• 3 years in a supervisory or management role.
• 6 years of experience in a helpdesk/IT support role.
• Office365 tenant administration and end user support. (3 Years minimum).
• ITIL Framework (Certified preferred).
• Proficient with Windows, Mac OS, cloud services, and common enterprise applications support in a networked environment.
• Ability to prioritize based on business impact, work in fast paced environment, and meet deadlines.
• Experience with remote support tools and technologies and managing an ITIL compliance ticketing system for on-site and remote users.
• Ability to install, configure, test, and maintain user and network hardware including deploying and maintaining peripheral devices.
• Skilled with diagnosing and resolving complex technical issues.
• Excellent written and verbal communication skills.
• The ability to approach support with a bias towards mentorship and patience.
• Requires a valid CA Driver License and proof of automobile insurance.
• Skilled professional able to lead and motivate a team, manage performance and resolve conflicts.
• Strong verbal and written communication skills to interact with both technical and non-technical staff.
• Able to manage multiple priorities and meet deadlines.
• Competent in interpreting data, generating reports and making data-driven decisions.
• Proactive approach to identifying opportunities for improvement and driving positive change.
• Experience with project management methodologies.
• Familiarity with data analysis and reporting tools.
• Knowledge of cybersecurity best practices.
• Experience in customer relationship management (CRM) systems.
• Understanding of remote support tools and technologies.
• Advanced troubleshooting skills in specialized software or hardware.

SaniSure is an Equal Employment Opportunity Employer.

SaniSure does not unlawfully discriminate on the basis of the race, religion, color, national origin, citizenship, ancestry, physical or mental disability, legally protected medical condition (cancer-related or genetic characteristics or any genetic information), marital status, sex, gender, sexual orientation, gender identity, gender expression, pregnancy, age, military and/or veteran status or any other basis protected by federal or state law. If you need a reasonable accommodation for any part of the employment process, please contact us by email at humanresources@sanisure.com and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address